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Last Revised: 1 October 2025

This Refund Policy explains how refunds are handled for bookings made through the Voyasure Platform. This policy should be read together with our Terms & Conditions and the specific terms, conditions, and policies of the Travel Providers whose services you book.

Australian Consumer Law (which is part of the Competition and Consumer Act 2010 (Cth)) provides for certain statutory guarantees, which cannot be excluded, restricted or modified by us. These warranties are in addition to any voluntary warranties that may be provided by us. Nothing in this Refund Policy affects your rights under the Australian Consumer Law or similar legislation regarding statutory guarantees to the extent those rights cannot be excluded.

We own and operate our Platform and the Travel Suppliers provide the Travel Services to you. Each Travel Provider has their own cancellation and refund policies which govern your booking. Your eligibility for a refund depends on these Travel Provider policies, which are communicated to you during the booking process.

1. Understanding Your Refund Rights

Please check our Terms and Conditions that apply to your booking here. 

What Governs Refunds

Your refund eligibility may be determined by:

  1. Booking Type: Whether your booking is refundable, partially refundable, or non-refundable
  2. Cancellation Policies: The specific cancellation and refund terms of each Travel Service
  3. Timing: When you request the cancellation relative to your travel date
  4. Our Terms & Conditions: Available here
  5. Consumer Law: Your statutory rights 

Where to Find Refund Terms

Refund terms may be displayed:

  • During the booking process before you confirm your purchase
  • In the fine print or policy section of each Travel Service
  • In your Confirmation Email
  • In the Travel Provider's terms and conditions

It is your responsibility to read and understand these terms before completing your booking.

2. Refund Eligibility

When You May Be Eligible for a Refund

You may be eligible for a full or partial refund if:

  • Your booking has a "free cancellation" policy and you cancel within the specified timeframe
  • The Travel Service cannot be provided as booked (e.g., property closure, flight cancellation)
  • We or the Travel Provider cancels or significantly changes your booking
  • You are entitled to a refund under Australian Consumer Law
  • Circumstances covered by your travel insurance policy (you must claim directly with your insurer)

When Refunds May Not Be Available

Refunds are typically not available when:

  • Your booking is marked as "non-refundable" or "no cancellation allowed"
  • You cancel outside the free cancellation window
  • You fail to show up for your booking 
  • You leave or are removed from your Travel Experience early
  • You cancel or modify a booking subject to cancellation fees
  • We or the Travel Providers have a "deposit forfeit" policy
  • You change your mind after the free cancellation period
  • Other applicable terms make your booking non-refundable 

Partial Refunds

In some cases, you may be eligible for a partial refund if:

  • You cancel a multi-component booking and only some components are refundable or recoverable 
  • Cancellation fees apply but don't consume the entire booking value
  • You cancel within a graduated fee structure (e.g., 50% refund if cancelled N days before travel)

3. How to Request a Refund

Requesting a Refund Through Our Platform

Option 1: Self-Service (Where Available)

  1. Log in to your account on our Platform
  2. Navigate to "My Bookings" or "Manage Booking"
  3. Select the booking you wish to cancel
  4. Follow the prompts to submit your cancellation request
  5. Review any applicable fees before confirming

Option 2: Contact Customer Service

  1. Have your booking reference ready
  2. Contact us through:
    • Our online chat function (available on our Support page)
    • Email
    • Phone
  3. Provide details of your booking and reason for cancellation
  4. Our team will advise on refund eligibility and process your request

Information to Provide

When requesting a refund, please have ready:

  • Booking reference number
  • Full name of the lead traveler
  • Booking date
  • Travel dates
  • Reason for cancellation (may be required by Travel Provider)
  • Supporting documentation (if claiming under special circumstances)

Response Time

We will, within reasonable timeframe:

  • Acknowledge your refund request 
  • Verify your eligibility under the Travel Provider's policies
  • Provide an update on your refund status 
  • Process approved refunds as outlined 

4. Refund Processing

How Refunds Are Processed

If We Processed Your Payment (You chose to pay to us at checkout, not on arrival or at property):

  1. We will acknowledge your cancellation and refund request 
  2. We will notify/or coordinate with the Travel Providers and process your refund
  3. Refunds, after any unrecoverable amounts, fees or other deductions where applicable, will be issued to your original payment method

If the Travel Provider Processed Your Payment:

When you paid the Travel Provider directly:

  • The Travel Provider will handle the refund directly
  • We may assist in facilitating communication but cannot control their refund timeline
  • Contact the Travel Provider directly for refund status updates

Refund Timeline

Standard Processing Time:

  • We aim to process most refunds within 14 business days from the date we receive confirmation that you are eligible for a refund
  • This timeframe begins once we have received any refundable amounts from the Travel Provider

Factors That May Delay Processing:

  • Depending on the Service Type and when you cancel, we may need to wait for confirmation or directions from the Travel Providers
  • Complex multi-component bookings
  • International Travel Providers with different processing systems
  • Banking or payment processor delays
  • Additional verification requirements
  • Peak booking periods (holidays, etc.)

Your Bank or Card Issuer:

  • After we process the refund, your bank or card issuer may take an additional time to credit your account
  • The exact timing depends on your financial institution's policies

Refund Method

Refunds are issued to:

  • The original payment method used for the booking (credit/debit card, bank account, etc.)
  • By reversing the original transaction where possible 

We cannot:

  • Issue refunds to a different payment method than originally used
  • Issue refunds to a different person than the original payer
  • Issue refunds in cash (except where required by law)

Refund Confirmation

Once your refund has been processed, we may send you:

  • Email confirmation from Voyasure
  • Notification of the refund amount
  • A transaction reference number

5. Non-Refundable Bookings

What "Non-Refundable" Means

Certain Travel Providers may offer non-refundable rates, which are generally lower in price in consideration for limited or no cancellation rights. Such rates may be non-refundable at the time of booking or may become non-refundable after a specified date, in accordance with the applicable Supplier Terms displayed to you.

Non-refundable bookings mean:

  • You will not receive a refund if you cancel for any reason 
  • Modifications may not be permitted, or may incur significant fees
  • No-show results in forfeiture of the entire booking amount
  • The Travel Provider keeps your payment even if you don't use the service

Why Travel Providers Offer Non-Refundable Rates

Non-refundable rates allow Travel Providers to:

  • Offer lower prices in exchange for booking certainty
  • Manage inventory and capacity more effectively
  • Reduce their cancellation risk

Always check the cancellation policy before booking.

Exceptions to Non-Refundable Policies

Even with non-refundable bookings, you may still be entitled to a refund if:

  • The Travel Provider breaches their contract (e.g., doesn't provide the service)
  • Your booking is significantly different from what was advertised
  • You have rights under Australian Consumer Law 
  • The Travel Provider agrees to provide a refund at their discretion
  • Your travel insurance covers the reason for cancellation

6. Refund Deductions and Fees

Travel Provider Fees

Travel Providers may charge cancellation or change fees, which will be deducted from any refund. These fees vary and may include:

Administrative Fees

Good News: We generally do not charge our own fees to process or administer cancellations or refunds arranged for you with Travel Providers.

However, we reserve the right to charge reasonable administrative fees in cases of:

  • Excessive or repeated cancellation requests
  • Complex bookings or customization requiring significant manual processing
  • Circumstances where we incur costs on your behalf

If any our fees apply, they will be clearly communicated to you before you confirm the cancellation.

Unrecoverable Costs

Refunds are processed after deducting:

  • Travel Provider cancellation fees
  • Non-refundable deposits or payments
  • Any nonrefundable amounts already paid to third parties on your behalf
  • Costs we cannot recover from the Travel Provider

7. No-Show Policy

What Is a No-Show?

A "no-show" occurs when you:

  • Do not arrive for your booking
  • Fail to check in by the specified time
  • Do not board your flight or show up for your activity
  • Miss the first night of your accommodation booking without prior notice or agreement 

No-Show Consequences

If you fail to show up for your booking:

  • You will likely forfeit the entire booking amount with no refund
  • Subsequent bookings in your itinerary may be automatically cancelled by the Travel Provider
  • You will be responsible for rebooking at current rates (which may be higher)
  • We cannot guarantee availability for alternative arrangements

Avoiding No-Show Situations

If you expect to be late or miss your booking:

  1. Contact the Travel Provider immediately to advise of your situation
  2. Contact us if you need assistance reaching the Travel Provider
  3. Check if the Travel Provider can hold your booking or make accommodations
  4. Document all communications

Note: Even with advance notice, you may still incur fees or forfeit your booking, depending on the Travel Provider's policies.

Late Arrivals

For accommodation bookings:

  • Many properties have a designated check-in time
  • Late arrivals (after a certain time, often 6 PM or midnight) may result in cancellation
  • Always contact the property to arrange late check-in if needed
  • Some properties charge fees for late check-in

It is your responsibility to:

  • Arrive on time
  • Communicate delays in advance
  • Understand the Travel Provider's policies on late arrivals

8. Travel Provider-Initiated Changes or Cancellations

If Your Booking Is Cancelled by the Travel Provider

If a Travel Provider cancels your booking, you are generally entitled to:

  • Refund of all amounts paid for that component of your booking
  • Alternative arrangements (if available and acceptable to you)
  • Notification from us or the Travel Provider as soon as we are informed

If Your Booking Is Significantly Changed

If the Travel Provider makes a significant change (e.g., flight time change of several hours, hotel downgrade, tour route change), you may be entitled to:

  • Accept the changes with no additional cost
  • Reject the changes and receive a full refund
  • Accept alternative arrangements offered by the Travel Provider

"Significant change" is determined by the Travel Provider's policies and may include:

  • Major schedule changes
  • Change of travel class or accommodation category
  • Itinerary alterations
  • Service reductions

Our Obligations

When we are informed of Travel Provider cancellations or changes:

  • We will notify you as soon as reasonably possible
  • We will explain your options (refund, alternative arrangements, etc.)
  • We will, where possible, assist in processing refunds or rebookings
  • We will make reasonable efforts to help you find alternative arrangements

Our Limitations

We are not liable for:

  • Losses, costs, or expenses you incur due to Travel Provider cancellations or changes
  • Flight delays, cancellations, or schedule changes
  • Property closures, renovations, or overbooking
  • Tour or activity cancellations due to weather, safety, or operational reasons
  • Changes resulting from force majeure events

We strongly recommend purchasing comprehensive and appropriate travel insurance.

9. Credit Notes

What Are Credit Notes?

Under certain circumstances, we may offer Credit Notes as an alternative to a standard refund. Credit Notes are vouchers that can be used toward future bookings on our Platform.

When Credit Notes May Be Offered

We may, at our discretion, offer Credit Notes when:

  • A Travel Provider offers future travel credit instead of a cash refund
  • You prefer not to wait for a full refund process to complete
  • There are processing delays in obtaining refunds from Travel Providers

Credit Note Terms

Credit Notes are subject to their own terms and conditions, which may include:

  • Expiry date: Credit Notes must typically be used within a specified period Non-transferable: Credit Notes are tied to the original account holder
  • Non-refundable: Credit Notes cannot be redeemed for cash
  • Restrictions: May be subject to blackout dates or other restrictions
  • Booking types: May only be applicable to certain types of bookings

Accepting Credit Notes

Credit Notes are optional unless it is the only option available:

  • You are not required to accept a Credit Note
  • You can request a standard refund (subject to Travel Provider policies)
  • Acceptance of a Credit Note is voluntary and at your discretion

If you accept a Credit Note, the specific terms and conditions will be provided to you in writing at the time of issuance.

10. Currency Conversion and Payment Processing

Currency Conversion and Exchange Rates

If your refund involves currency conversion:

  • Exchange rates fluctuate daily
  • The exchange rate applied to your refund may differ from the rate when you made the booking
  • You may receive more or less in your local currency depending on rate movements
  • Currency conversion may be performed by:
    • Your bank or card issuer
    • Payment processors
    • International payment networks

Voyasure has no control over exchange rates or conversion fees.

Bank and Card Issuer Fees

Your financial institution may charge:

  • Foreign transaction fees for international bookings
  • Currency conversion fees (typically 1-3% of the transaction)
  • Cross-border transaction fees
  • Processing fees for credits/refunds

These fees are charged by your bank or card issuer, not Voyasure.

As a result:

  • The amount credited to your account may be less than the amount we refunded
  • You may see deductions or fees on your statement
  • Multiple transactions may appear 

11. Your Australian Consumer Law Rights

Consumer Guarantees

Under the Australian Consumer Law (ACL), you have certain or additional rights that cannot be excluded by our Terms & Conditions or Travel Provider policies.

12. Special Circumstances

Force Majeure and Extraordinary Events

In cases of force majeure or extraordinary events (e.g., natural disasters, pandemics, war, terrorism, government restrictions), refunds are subject to:

  • The Travel Provider's force majeure policies
  • Government regulations and travel restrictions
  • Insurance coverage (if applicable)
  • Availability of alternative arrangements

Voyasure's liability is limited in force majeure situations. We will make reasonable efforts to assist you but cannot guarantee refunds or alternative arrangements.

Medical Emergencies

If you need to cancel due to a medical emergency:

  • Contact us as soon as possible
  • Provide medical documentation if required by the Travel Provider
  • Check your travel insurance policy (medical emergencies are typically covered)
  • The Travel Provider's standard cancellation policy still applies unless they make an exception at their discretion 

Travel Insurance Claims

If you have travel insurance:

  • You should contact your insurer directly to file a claim
  • Many circumstances that result in trip cancellation are covered by insurance
  • We can provide booking documentation to support your insurance claim
  • Insurance claims are separate processes that you need to follow up with your insurer

Government Travel Advisories

If your government issues travel advisories or warnings:

  • This does not automatically entitle you to a refund
  • Check the Travel Provider's policies on advisory-related cancellations
  • Travel insurance may cover cancellations due to travel warnings
  • We recommend checking Australian Government advisories

13. Contact Us

Questions About Refunds

If you have questions about this Refund Policy or need assistance with a refund request.

What to Include in Your Inquiry

When contacting us about a refund:

  • Your booking reference number
  • Your full name and contact information
  • Details of the booking (travel dates, Travel Provider, etc.)
  • Reason for refund request
  • Any relevant documentation
  • Your preferred outcome

This Refund Policy should be read together with our Terms & Conditions and Privacy Policy.